Strong emotions often complicate communication. When tempers flare, verbal attacks and complaints can easily put people on the defensive. How we respond is crucial to the outcome. Navigate tense conversations with confidence drawing upon skills used in mediation and hostile negotiations. Learn and practice a powerful three-step process that quickly calms negative emotions, gets to the bottom of the real issue and transforms difficult conversations into satisfying solutions. Instructor is a certified mediator. Recommended Prerequisite: It's Not What We Say, It's How We Say It, Part 1. Yields 3 PDUs..